CN102624675A - Self-service customer service system and method - Google Patents
Self-service customer service system and method Download PDFInfo
- Publication number
- CN102624675A CN102624675A CN2011100293117A CN201110029311A CN102624675A CN 102624675 A CN102624675 A CN 102624675A CN 2011100293117 A CN2011100293117 A CN 2011100293117A CN 201110029311 A CN201110029311 A CN 201110029311A CN 102624675 A CN102624675 A CN 102624675A
- Authority
- CN
- China
- Prior art keywords
- user
- answer
- product mark
- input
- customer service
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Granted
Links
Images
Abstract
A self-service customer service system, comprising a user client and a server interacting with the user client. The user client comprises: a scene configuration module which is used to obtain identifications of a product, and configure the scene according to the identifications of the product; a question and answer module which is used to receive questions inputted by the users, and send the questions and product identifications to the server; the server comprises: a resource database which is used to store customer service resource data in a manner of questions and answers, by using product identifications as an index; a question and answer matching module which is used to receive the product identifications, and searches for answers that match the questions inputted by the users in the corresponding customer service resource data according to the product identifications, and then return the answers to the user client. The above system can reduce product accessing cost and complexity; and reduce a threshold of questions asked by users because the users do not need to select product categories when inputting the questions. In addition, a self-service customer service method is provided.
Description
[technical field]
The present invention relates to internet arena, relate in particular to a kind of self-service customer service system, method.
[background technology]
Self-service customer service system is meant need be by manpower, the actual needs solve problem of basis the oneself when user encounters problems in the product use.In traditional self-service customer service system; The user enters into self-service customer service platform when the applying Internet product encounters problems; Self-service customer service system concentrate to be showed all product classifications at front end, receives the internet product classification that the user selects to have problems through self-service customer service platform and the problem of user's input, searches the answer with the problem coupling of user's input at background server; And the answer of coupling is back to front end, and be shown to the user at front end.
Because traditional self-service customer service system supplies the user to select in front end centralized displaying product category; When needs are introduced the new product classification; Then need to make the product cost of access high, increased the complexity of Front End simultaneously again in the classification of all products of front end centralized displaying.And the user needed the product category under the problem identificatioin before the input problem, and the threshold that the user asks a question is high.
[summary of the invention]
Based on this, be necessary to provide a kind of and can reduce the product cost of access, reduce the self-service customer service system of the threshold that complexity and user ask a question.
A kind of self-service customer service system comprises subscription client and carries out mutual server with said subscription client, and said subscription client comprises:
The scene configuration module is used to obtain product mark, carries out scene configuration according to said product mark;
The question and answer module is used to receive the problem that the user imports, and said problem and product mark is sent to server;
Said server comprises:
Resources bank, to be used for the product mark be index, with interrogation reply system storage customer service resource data;
The question and answer matching module is used to receive said product mark, in the customer service resource data of correspondence, searches the answer of mating with the problem of user's input according to said product mark, and said answer is back to said subscription client.
Preferably, said scene configuration module is used to show notice information corresponding with said product mark and Frenquently Ask Question List;
Said question and answer module comprises:
The instant messaging module is used to provide the Instant messaging conversation frame to receive the problem of user's input;
The intelligent prompt module is used to receive the User Part input, obtains the relevant issues tabulation according to said User Part input, and ejects said relevant issues tabulation with the message layer mode and select for the user.
Preferably, said resources bank comprises with the product mark being a plurality of problem bases of index, and said problem base is with interrogation reply system storage problem title, problem subtitle and corresponding answer;
Said question and answer matching module is used for searching corresponding problem base according to said product mark; In said problem base, search the problem title or the problem subtitle that mate with the problem of user's input; Obtain in the problem base problem title or the corresponding answer of problem subtitle with said coupling, and said answer is back to subscription client.
Preferably, said subscription client also comprises:
The satisfaction feedback module; Be used for when said question and answer matching module find with the answer of the problem coupling of user input when empty; According to product mark corresponding user satisfaction feedback inlet is provided; Receive the satisfaction feedback information that the user imports through said feedback inlet, and said satisfaction feedback information is committed to said server.
Preferably; Said question and answer module also is used for obtaining ID for empty or said satisfaction feedback information when dissatisfied when said question and answer matching module finds with the answer of the problem coupling of user input, obtains the user identity grade according to said ID, judges whether said user identity grade is predetermined level; If; Then said subscription client is inserted the artificial customer service of instant messaging terminal, if not, then jump to and put question to the prefecture webpage through website links.
In addition, also be necessary to provide a kind of and can reduce the product cost of access, reduce the self-service client service method of the threshold that complexity and user ask a question.
A kind of self-service client service method may further comprise the steps:
Be index with the product mark, with interrogation reply system storage customer service resource data;
Obtain product mark, carry out scene configuration according to said product mark;
Obtain the problem of user's input;
In the customer service resource data of correspondence, search the answer of mating according to said product mark, and said answer is returned to the user with the problem of user's input.
Preferably, said step of carrying out scene configuration according to product mark comprises: show notice information and the Frenquently Ask Question List corresponding with said product mark;
The step of the problem of the said user's of obtaining input comprises:
The input of reception User Part is obtained the relevant issues tabulation according to said User Part input, and ejects said relevant issues tabulation with the message layer mode and select for the user.
Preferably, said customer service resource data is for being a plurality of problem bases of index with the product mark, and said problem base is with interrogation reply system storage problem title, problem subtitle and corresponding answer;
Said step of in the customer service resource data of correspondence, searching with the answer of the problem coupling of user input according to product mark is:
Search corresponding problem base according to product mark, in said problem base, search problem title or problem subtitle with the problem coupling of user's input, obtain in the problem base problem title or the corresponding answer of problem subtitle with said coupling.
Preferably, said method also comprises:
When the answer that finds the problem coupling of importing with the user is not sky; According to said product mark corresponding user satisfaction feedback inlet is provided; Receive the satisfaction feedback information that the user imports through said feedback inlet, and said satisfaction feedback information is committed to the backstage.
Preferably; Said method also comprises: obtain ID for empty or said satisfaction feedback information when dissatisfied when finding with the answer of the problem coupling of user input, obtain the user identity grade according to said ID, judge whether said user identity grade is predetermined level; If; Then insert the artificial customer service of instant messaging terminal, if not, then jump to and put question to the prefecture webpage through website links.
Above-mentioned self-service customer service system and method; When needs are introduced the new product type; Can in resources bank, dispose the customer service resource data corresponding, and server can be searched the answer of mating with the problem of user's input according to product mark in the customer service resource data of correspondence with this product mark.Like this, subscription client need not the classification of all products of centralized displaying, has both reduced the product cost of access, has reduced complexity again; And, also reduced the threshold that the user asks a question because the user need not select product category when the input problem.
[description of drawings]
Fig. 1 is the structural representation of self-service customer service system among the embodiment;
Fig. 2 is the structural representation of self-service customer service system among another embodiment;
Fig. 3 is the interface sketch map of subscription client among the embodiment;
Fig. 4 is the flow chart of self-service client service method among the embodiment;
Fig. 5 is the flow chart of self-service client service method among another embodiment.
[embodiment]
Fig. 1 shows the self-service customer service system among the embodiment, and this system comprises that subscription client 10 reaches and subscription client 10 carries out mutual server 20, wherein:
Question and answer module 120 is used to receive the problem of user's input, and problem and product mark are sent to server 20.
It is index that resources bank 210 is used for the product mark, store the customer service resource data with interrogation reply system.The customer service resource data is an index with the product mark, can find corresponding customer service resource data when being convenient to obtain product mark.
Question and answer matching module 220 is used to receive product mark, in the customer service resource data of correspondence, searches the answer of mating with the problem of user's input according to product mark, and answer is back to subscription client 10.
Above-mentioned self-service customer service system; When needs are introduced the new product type; Can in resources bank 210, dispose the customer service resource data corresponding, and server 20 can be searched the answer of mating with the problem of user's input according to product mark in the customer service resource data of correspondence with this product mark.Like this, subscription client 10 need not the classification of all products of centralized displaying, has both reduced the product cost of access, has reduced complexity again; And, also reduced the threshold that the user asks a question because the user need not select product category when the input problem.
Fig. 2 shows the self-service customer service system among another embodiment, and in this system, question and answer module 120 comprises instant messaging module 121 and intelligent prompt module 122, wherein:
Instant messaging module 121 is used to provide the Instant messaging conversation frame to receive the problem of user's input.
Intelligent prompt module 122 is used to receive the User Part input, and the relevant issues tabulation is obtained in input according to User Part, and ejects the relevant issues tabulation with the message layer mode and select for the user.
Input gets access to the relevant issues tabulation according to User Part; Relevant issues tabulations possibly wanted the problem imported for the user, ejects this tabulation through the message layer mode, and the user need not import complete problem; Part input can select to want the problem imported in tabulation, improved convenience.
As shown in Figure 2; Among this embodiment; Subscription client 10 also comprises satisfaction feedback module 130, and the answer of problem coupling that satisfaction feedback module 130 is used for finding user input when question and answer matching module 220 provides corresponding user satisfaction feedback inlet according to product mark when empty; Receive the satisfaction feedback information that the user imports through this feedback inlet, and the satisfaction feedback information is committed to server 20.
Dissimilar internet products can be provided with different satisfaction feedback systems; Therefore when getting access to product mark; The user satisfaction feedback inlet corresponding with product can be provided, for example provide input frame to supply the user to import feedback information, or directly provide option to supply user's selection etc.The user is committed to server 20 with the satisfaction feedback information after importing the satisfaction feedback information through the feedback inlet.Like this, server 20 can get access to the feedback that the user checks on one's answers, and is convenient to background maintenance and upgrades.
As shown in Figure 2; Among this embodiment, resources bank 210 comprises with the product mark being a plurality of problem bases 211 of index, and Different products can correspondingly dispose different problems storehouse 211; Wherein, problem base 211 is with interrogation reply system storage problem title, problem subtitle and corresponding answer.
To same problem title, can be provided with a plurality of problem subtitles.For example the problem title is " member adds flow process ", can be provided with a plurality of problem subtitles, like " how I apply for the member ", " become the member and need what condition ", " how just becoming the member " etc.Like this, when mating answer, can improve matching efficiency, thereby improve the fix-rate of problem according to the problem of user's input.
Among this embodiment; Question and answer matching module 220 is used for searching corresponding problem base 211 according to product mark; In problem base 211, search the problem title or the problem subtitle that mate with the problem of user's input; Obtain in the problem base 211 problem title or the corresponding answer of problem subtitle with coupling, and the answer of obtaining is back to subscription client 10.
When the user encounters problems at the internet usage product, can enter into self-service customer service system, open subscription client 10 through the URL on the internet product (Uniform Resource Location, unified resource location) link.110 of the scene configuration modules of subscription client 10 are obtained product mark, carry out scene configuration according to product mark, comprise showing notice information corresponding with product mark and Frenquently Ask Question List etc.
Fig. 3 shows the interface of a subscription client 10 among the embodiment; Among this embodiment; Know that according to the product mark that obtains product is the QQ space, then corresponding notice information (comprising leading question, movable renewal etc.) and the Frenquently Ask Question List of adding up according to historical data in subscription client 10 demonstration QQ spaces.If the problem that the user wants to import is the problem in the Frenquently Ask Question List, the link that then can directly click in the Frenquently Ask Question List submits a question, and operates more convenient like this.The user also can be through Instant messaging conversation frame input problem.
Among this embodiment, embedded product identifies (like the QQ space icon among Fig. 3) on the interface of subscription client 10, can enter into the application scenarios of this product fast through the corresponding link of product mark.Problem in the user by selecting common problem tabulation or through after the Instant messaging conversation frame input problem; Question and answer module 120 is committed to server 20 with problem and product mark; The question and answer matching module 220 of server 20 finds corresponding problem base 211 according to product mark; In problem base 211, obtain problem title or problem subtitle with the problem coupling of user input, then be the answer of coupling in the problem base 211 with this problem title or the corresponding answer of problem subtitle.
In one embodiment; Question and answer module 120 is used for also that to find answer with the problem coupling of user input be sky or satisfaction feedback information obtains ID when dissatisfied when question and answer matching module 220, obtains the user identity grade according to ID, and whether judges identity grade is predetermined level; If; Then said subscription client 10 is inserted the artificial customer service of instant messaging terminal, if not, then jump to and put question to the prefecture webpage through website links.
Be sky when finding the answer of mating with the problem of user's input; When promptly searching less than answer accordingly; Or the satisfaction of user feedback is then obtained the user identity grade, if the user identity grade is predetermined level (for example being VIP user) when dissatisfied; Then insert the artificial customer service of instant messaging terminal, through the problem of artificial customer service answer user proposition.If the user identity grade is not predetermined level, then can jump to and put question to the prefecture webpage through website links, deal with problems puing question to the prefecture web page user can carry out the online bill of lading, problem search and other customer service channels.
Fig. 4 shows the self-service client service method flow process among the embodiment, may further comprise the steps:
Step S102 is index with the product mark, with interrogation reply system storage customer service resource data.The customer service resource data is an index with the product mark, can find corresponding customer service resource data when being convenient to obtain product mark.
Step S104 obtains product mark, carries out scene configuration according to product mark.
In one embodiment, when the user encounters problems at the internet usage product, can enter into self-service customer service platform through the URL on the internet product (Uniform Resource Location, unified resource location) link.Carrying out scene configuration according to product mark comprises: show the tabulation of notice information corresponding with product mark and common problem.
Step S106 obtains the problem of user's input.
In one embodiment, step S106 comprises: receive the User Part input, the relevant issues tabulation is obtained in input according to User Part, and ejects the relevant issues tabulation with the message layer mode and select for the user.
Input gets access to the relevant issues tabulation according to User Part; Relevant issues tabulations possibly wanted the problem imported for the user, ejects this tabulation through the message layer mode, and the user need not import complete problem; Part input can select to want the problem imported in tabulation, improved convenience.
Step S108 searches the answer of mating with the problem of user's input according to product mark in the customer service resource data of correspondence, and answer is returned to the user.
Above-mentioned self-service client service method, when needs were introduced the new product type, the configurable customer service resource data corresponding with this product mark searched the answer of mating with the problem of user's input in the customer service resource data of correspondence according to product mark.Like this, need not the classification of all products of centralized displaying, both reduced the product cost of access, reduced complexity again; And, also reduced the threshold that the user asks a question because the user need not select product category when the input problem.
Fig. 5 shows the self-service client service method flow process among another embodiment, and detailed process is following:
Step S202 obtains product mark, carries out scene configuration according to product mark.
Step S204 obtains the problem of user's input.The problem of the user's input that gets access to is the problem of user through the input of Instant messaging conversation frame, or the user selects the problem in the common problem tabulation.
Step S206 searches the answer of mating with the problem of user's input in the customer service resource data of correspondence according to product mark.
In one embodiment, the customer service resource data is for being a plurality of problem bases of index with the product mark, and problem base is with interrogation reply system storage problem title, problem subtitle and corresponding answer.To same problem title, can be provided with a plurality of problem subtitles.For example the problem title is " member adds flow process ", can be provided with a plurality of problem subtitles, like " how I apply for the member ", " become the member and need what condition ", " how just becoming the member " etc.Like this, when mating answer, can improve matching efficiency, thereby improve the fix-rate of problem according to the problem of user's input.
Among this embodiment; The detailed process of step S206 is: search corresponding problem base according to product mark; In problem base, search problem title or problem subtitle with the problem coupling of user input, obtain in the problem base problem title or the corresponding answer of problem subtitle with coupling.
Step S208 judges whether the answer that finds is empty, if then get into step S216, otherwise get into step S210.The answer that finds is for empty, and then explanation does not find the answer of mating with the problem of user's input in problem base.
Step S210 returns the answer that finds, and according to product mark corresponding user satisfaction feedback inlet is provided.
Step S212 receives the satisfaction feedback information that the user imports.
Different products can be provided with different user satisfaction feedback systems, therefore when getting access to product mark, the user satisfaction feedback inlet of correspondence can be provided, and for example provides input frame to supply the user to import feedback information, or directly provides option to supply user's selection etc.The user is committed to the backstage with the satisfaction feedback information after importing the satisfaction feedback information through the feedback inlet.Like this, the backstage can get access to the feedback that the user checks on one's answers, and is convenient to background maintenance and upgrades.
Step S214, whether judges is satisfied with, if then get into step S224, otherwise get into step S216.Whether the satisfaction feedback information judges according to user's input is satisfied with.
Step S216 obtains ID, obtains the user identity grade according to ID.
Step S218, whether judges identity grade is predetermined level, if then get into step S222, otherwise get into step S220.The user can apply for into senior member (VIP user) when the applying Internet product, apply for into senior member's user's identity grade high than the regular member.
Step S220 jumps to enquirement prefecture webpage through network linking.Among this embodiment, when the user identity grade is not predetermined level, then jumps to automatically and put question to the prefecture webpage through network linking, put question to the prefecture web page user can be through the online bill of lading, problem search, check the answer that channel such as problem further obtains problem.
Step S222 inserts the artificial customer service of instant messaging terminal.Among this embodiment, when the user identity grade is predetermined level, then insert the artificial customer service of instant messaging terminal, the problem that the user carried is answered by the contact staff at the artificial customer service of instant messaging terminal is online.
Step S224 judges whether to continue to put question to, if then return step S204, otherwise finish.
The above embodiment has only expressed several kinds of execution modes of the present invention, and it describes comparatively concrete and detailed, but can not therefore be interpreted as the restriction to claim of the present invention.Should be pointed out that for the person of ordinary skill of the art under the prerequisite that does not break away from the present invention's design, can also make some distortion and improvement, these all belong to protection scope of the present invention.Therefore, the protection range of patent of the present invention should be as the criterion with accompanying claims.
Claims (10)
1. a self-service customer service system comprises subscription client and carries out mutual server with said subscription client, it is characterized in that said subscription client comprises:
The scene configuration module is used to obtain product mark, carries out scene configuration according to said product mark;
The question and answer module is used to receive the problem that the user imports, and said problem and product mark is sent to server;
Said server comprises:
Resources bank, to be used for the product mark be index, with interrogation reply system storage customer service resource data;
The question and answer matching module is used to receive said product mark, in the customer service resource data of correspondence, searches the answer of mating with the problem of user's input according to said product mark, and said answer is back to said subscription client.
2. self-service customer service system according to claim 1 is characterized in that, said scene configuration module is used to show notice information corresponding with said product mark and Frenquently Ask Question List;
Said question and answer module comprises:
The instant messaging module is used to provide the Instant messaging conversation frame to receive the problem of user's input;
The intelligent prompt module is used to receive the User Part input, obtains the relevant issues tabulation according to said User Part input, and ejects said relevant issues tabulation with the message layer mode and select for the user.
3. self-service customer service system according to claim 1 is characterized in that, said resources bank comprises with the product mark being a plurality of problem bases of index, and said problem base is with interrogation reply system storage problem title, problem subtitle and corresponding answer;
Said question and answer matching module is used for searching corresponding problem base according to said product mark; In said problem base, search the problem title or the problem subtitle that mate with the problem of user's input; Obtain in the problem base problem title or the corresponding answer of problem subtitle with said coupling, and said answer is back to subscription client.
4. self-service customer service system according to claim 1 is characterized in that, said subscription client also comprises:
The satisfaction feedback module; Be used for when said question and answer matching module find with the answer of the problem coupling of user input when empty; According to product mark corresponding user satisfaction feedback inlet is provided; Receive the satisfaction feedback information that the user imports through said feedback inlet, and said satisfaction feedback information is committed to said server.
5. self-service customer service system according to claim 4; It is characterized in that; Said question and answer module also is used for obtaining ID for empty or said satisfaction feedback information when dissatisfied when said question and answer matching module finds with the answer of the problem coupling of user input, obtains the user identity grade according to said ID, judges whether said user identity grade is predetermined level; If; Then said subscription client is inserted the artificial customer service of instant messaging terminal, if not, then jump to and put question to the prefecture webpage through website links.
6. self-service client service method may further comprise the steps:
Be index with the product mark, with interrogation reply system storage customer service resource data;
Obtain product mark, carry out scene configuration according to said product mark;
Obtain the problem of user's input;
In the customer service resource data of correspondence, search the answer of mating according to said product mark, and said answer is returned to the user with the problem of user's input.
7. self-service client service method according to claim 6 is characterized in that, said step of carrying out scene configuration according to product mark comprises: show notice information and the Frenquently Ask Question List corresponding with said product mark;
The step of the problem of the said user's of obtaining input comprises:
The input of reception User Part is obtained the relevant issues tabulation according to said User Part input, and ejects said relevant issues tabulation with the message layer mode and select for the user.
8. self-service client service method according to claim 6 is characterized in that, said customer service resource data is for being a plurality of problem bases of index with the product mark, and said problem base is with interrogation reply system storage problem title, problem subtitle and corresponding answer;
Said step of in the customer service resource data of correspondence, searching with the answer of the problem coupling of user input according to product mark is:
Search corresponding problem base according to product mark, in said problem base, search problem title or problem subtitle with the problem coupling of user's input, obtain in the problem base problem title or the corresponding answer of problem subtitle with said coupling.
9. self-service client service method according to claim 6 is characterized in that, said method also comprises:
When the answer that finds the problem coupling of importing with the user is not sky; According to said product mark corresponding user satisfaction feedback inlet is provided; Receive the satisfaction feedback information that the user imports through said feedback inlet, and said satisfaction feedback information is committed to the backstage.
10. self-service client service method according to claim 9 is characterized in that, said method also comprises: obtain ID when finding with the answer of the problem coupling of user input when dissatisfied for empty or said satisfaction feedback information; Obtain the user identity grade according to said ID; Judge whether said user identity grade is predetermined level, if then insert the artificial customer service of instant messaging terminal; If not, then jump to enquirement prefecture webpage through website links.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201110029311.7A CN102624675B (en) | 2011-01-27 | 2011-01-27 | Self-service customer service system and method |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201110029311.7A CN102624675B (en) | 2011-01-27 | 2011-01-27 | Self-service customer service system and method |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN102624675A true CN102624675A (en) | 2012-08-01 |
| CN102624675B CN102624675B (en) | 2014-08-06 |
Family
ID=46564361
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201110029311.7A Active CN102624675B (en) | 2011-01-27 | 2011-01-27 | Self-service customer service system and method |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN102624675B (en) |
Cited By (36)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102880662A (en) * | 2012-09-03 | 2013-01-16 | 常州嘴馋了信息科技有限公司 | Website on-line customer service system |
| CN103294777A (en) * | 2013-05-13 | 2013-09-11 | 沈文策 | Question answering method and system |
| CN103309963A (en) * | 2013-06-03 | 2013-09-18 | 苏州阔地网络科技有限公司 | Intelligent customer service processing method and system |
| CN103325169A (en) * | 2013-07-08 | 2013-09-25 | 贵州森威商贸有限公司 | Self-help payment type health condition management and consultation system |
| CN103324754A (en) * | 2013-07-08 | 2013-09-25 | 贵州森威商贸有限公司 | Self-service real-time health condition response system |
| CN103347044A (en) * | 2013-06-03 | 2013-10-09 | 苏州阔地网络科技有限公司 | Method and system for realizing intelligent customer service |
| CN103514547A (en) * | 2013-03-29 | 2014-01-15 | 洛阳中创网络技术服务有限公司 | Online customer service communication method and system for enterprise website |
| CN104184763A (en) * | 2013-05-23 | 2014-12-03 | 腾讯科技（深圳）有限公司 | Feedback information processing method and system and service apparatus |
| CN104408114A (en) * | 2014-11-25 | 2015-03-11 | 中国民生银行股份有限公司 | User demand processing method and device |
| CN104702481A (en) * | 2013-12-06 | 2015-06-10 | 腾讯科技（北京）有限公司 | System, method and device for achieving instant communication function in medium information of website |
| CN104881410A (en) * | 2014-02-27 | 2015-09-02 | 腾讯科技（深圳）有限公司 | Client platform information interaction method, device and system |
| CN105072173A (en) * | 2015-08-03 | 2015-11-18 | 谌志群 | Customer service method and system for automatically switching between automatic customer service and artificial customer service |
| CN105162977A (en) * | 2015-08-26 | 2015-12-16 | 上海银天下科技有限公司 | Excuse recommendation method and device |
| CN105512901A (en) * | 2015-12-24 | 2016-04-20 | 上海携程商务有限公司 | Customer service automatic providing system and method |
| CN105812473A (en) * | 2016-03-29 | 2016-07-27 | 成都小多科技有限公司 | Data processing method and device |
| CN105933417A (en) * | 2016-04-22 | 2016-09-07 | 腾讯科技（深圳）有限公司 | Consulting method and device |
| CN105959139A (en) * | 2016-04-29 | 2016-09-21 | 北京小米移动软件有限公司 | Information display method and device |
| CN106227779A (en) * | 2016-07-18 | 2016-12-14 | 深圳追科技有限公司 | A kind of man-machine interaction method of customer service system |
| CN106484697A (en) * | 2015-08-25 | 2017-03-08 | 郑熙权 | Real-Time Sharing inquiry and the telegraph board of reply |
| CN106775649A (en) * | 2016-11-25 | 2017-05-31 | 深圳市保臻社区服务科技有限公司 | A kind of linguistic context guides the method and device of user |
| CN106897884A (en) * | 2017-01-24 | 2017-06-27 | 武汉奇米网络科技有限公司 | The method and system of quick guiding visitor consulting |
| CN107995091A (en) * | 2016-10-27 | 2018-05-04 | 腾讯科技（深圳）有限公司 | Self-help service method and device based on enterprise immediate communication application |
| CN108268995A (en) * | 2017-10-31 | 2018-07-10 | 平安科技（深圳）有限公司 | Declaration form problem part processing method, device, computer equipment and readable storage medium storing program for executing |
| CN109145092A (en) * | 2017-06-15 | 2019-01-04 | 阿里巴巴集团控股有限公司 | A kind of database update, intelligent answer management method, device and its equipment |
| CN109299240A (en) * | 2018-09-30 | 2019-02-01 | 北京小谛机器人科技有限公司 | Chat robots information interacting method and device |
| CN109766428A (en) * | 2019-02-02 | 2019-05-17 | 中国银行股份有限公司 | Data query method and apparatus, data processing method |
| CN109767240A (en) * | 2018-12-17 | 2019-05-17 | 中国平安财产保险股份有限公司 | Cloud customer service distribution method, device, computer equipment and storage medium |
| CN109858976A (en) * | 2019-02-22 | 2019-06-07 | 北京智乐瑟维科技有限公司 | Business method for early warning, device, storage medium and the equipment of product |
| CN110019692A (en) * | 2017-07-20 | 2019-07-16 | 北京嘀嘀无限科技发展有限公司 | Search processing method and device |
| WO2020006835A1 (en) * | 2018-07-03 | 2020-01-09 | 平安科技（深圳）有限公司 | Customer service method, apparatus, and device for engaging in multiple rounds of question and answer, and storage medium |
| CN111064607A (en) * | 2019-12-10 | 2020-04-24 | 珠海格力电器股份有限公司 | Management method, device and storage medium of network operation and maintenance system |
| CN111125321A (en) * | 2018-10-31 | 2020-05-08 | 广东万丈金数信息技术股份有限公司 | Question answering method, device, terminal equipment and storage medium |
| CN111797418A (en) * | 2020-07-07 | 2020-10-20 | 中国建设银行股份有限公司 | Control method and device of online service, service terminal, server and storage medium |
| CN112307291A (en) * | 2020-10-28 | 2021-02-02 | 福建菩泰网络科技有限公司 | Online consulting management method and management system for online shopping mall |
| WO2021027332A1 (en) * | 2019-08-13 | 2021-02-18 | 深圳壹账通智能科技有限公司 | Communication establishment method and system |
| WO2022095377A1 (en) * | 2020-11-03 | 2022-05-12 | 平安科技（深圳）有限公司 | Online self-service dialogue method and apparatus, computer device, and computer readable medium |
Citations (9)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN1741013A (en) * | 2004-08-27 | 2006-03-01 | 英业达股份有限公司 | Automatic adaptive system for customer service and its method |
| CN101017489A (en) * | 2006-02-08 | 2007-08-15 | 腾讯科技（深圳）有限公司 | Knowledge searching method and system based on instant communication |
| CN101114294A (en) * | 2007-08-22 | 2008-01-30 | 杭州经合易智控股有限公司 | Self-help intelligent uprightness searching method |
| CN101178718A (en) * | 2007-05-17 | 2008-05-14 | 腾讯科技（深圳）有限公司 | Knowledge sharing system, problem searching method and problem publish method |
| CN101281525A (en) * | 2007-11-23 | 2008-10-08 | 北京九城网络软件有限公司 | System and method for searching based on knowledge base on internet |
| CN101431573A (en) * | 2007-11-08 | 2009-05-13 | 上海赢思软件技术有限公司 | Method and equipment for implementing automatic customer service through human-machine interaction technology |
| US20090287763A1 (en) * | 2008-05-15 | 2009-11-19 | Kota Enterprise, Llc | Question server to facilitate communication between participants |
| US20100057556A1 (en) * | 2005-04-12 | 2010-03-04 | Armand Rousso | Apparatuses, Methods And Systems To Identify, Generate, And Aggregate Qualified Sales and Marketing Leads For Distribution Via an Online Competitive Bidding System |
| US20100274810A1 (en) * | 2009-04-24 | 2010-10-28 | Rockwell Automation Technologies, Inc. | Dynamic sustainability search engine |
-
2011
- 2011-01-27 CN CN201110029311.7A patent/CN102624675B/en active Active
Patent Citations (9)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN1741013A (en) * | 2004-08-27 | 2006-03-01 | 英业达股份有限公司 | Automatic adaptive system for customer service and its method |
| US20100057556A1 (en) * | 2005-04-12 | 2010-03-04 | Armand Rousso | Apparatuses, Methods And Systems To Identify, Generate, And Aggregate Qualified Sales and Marketing Leads For Distribution Via an Online Competitive Bidding System |
| CN101017489A (en) * | 2006-02-08 | 2007-08-15 | 腾讯科技（深圳）有限公司 | Knowledge searching method and system based on instant communication |
| CN101178718A (en) * | 2007-05-17 | 2008-05-14 | 腾讯科技（深圳）有限公司 | Knowledge sharing system, problem searching method and problem publish method |
| CN101114294A (en) * | 2007-08-22 | 2008-01-30 | 杭州经合易智控股有限公司 | Self-help intelligent uprightness searching method |
| CN101431573A (en) * | 2007-11-08 | 2009-05-13 | 上海赢思软件技术有限公司 | Method and equipment for implementing automatic customer service through human-machine interaction technology |
| CN101281525A (en) * | 2007-11-23 | 2008-10-08 | 北京九城网络软件有限公司 | System and method for searching based on knowledge base on internet |
| US20090287763A1 (en) * | 2008-05-15 | 2009-11-19 | Kota Enterprise, Llc | Question server to facilitate communication between participants |
| US20100274810A1 (en) * | 2009-04-24 | 2010-10-28 | Rockwell Automation Technologies, Inc. | Dynamic sustainability search engine |
Cited By (44)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102880662A (en) * | 2012-09-03 | 2013-01-16 | 常州嘴馋了信息科技有限公司 | Website on-line customer service system |
| CN103514547A (en) * | 2013-03-29 | 2014-01-15 | 洛阳中创网络技术服务有限公司 | Online customer service communication method and system for enterprise website |
| CN103294777A (en) * | 2013-05-13 | 2013-09-11 | 沈文策 | Question answering method and system |
| CN104184763A (en) * | 2013-05-23 | 2014-12-03 | 腾讯科技（深圳）有限公司 | Feedback information processing method and system and service apparatus |
| CN104184763B (en) * | 2013-05-23 | 2019-01-29 | 腾讯科技（深圳）有限公司 | A kind of feedback information processing method and system, service equipment |
| CN103309963A (en) * | 2013-06-03 | 2013-09-18 | 苏州阔地网络科技有限公司 | Intelligent customer service processing method and system |
| CN103347044A (en) * | 2013-06-03 | 2013-10-09 | 苏州阔地网络科技有限公司 | Method and system for realizing intelligent customer service |
| CN103325169A (en) * | 2013-07-08 | 2013-09-25 | 贵州森威商贸有限公司 | Self-help payment type health condition management and consultation system |
| CN103324754A (en) * | 2013-07-08 | 2013-09-25 | 贵州森威商贸有限公司 | Self-service real-time health condition response system |
| CN104702481A (en) * | 2013-12-06 | 2015-06-10 | 腾讯科技（北京）有限公司 | System, method and device for achieving instant communication function in medium information of website |
| CN104881410B (en) * | 2014-02-27 | 2020-03-17 | 腾讯科技（深圳）有限公司 | Client platform information interaction method, device and system |
| CN104881410A (en) * | 2014-02-27 | 2015-09-02 | 腾讯科技（深圳）有限公司 | Client platform information interaction method, device and system |
| CN104408114A (en) * | 2014-11-25 | 2015-03-11 | 中国民生银行股份有限公司 | User demand processing method and device |
| CN105072173A (en) * | 2015-08-03 | 2015-11-18 | 谌志群 | Customer service method and system for automatically switching between automatic customer service and artificial customer service |
| CN106484697A (en) * | 2015-08-25 | 2017-03-08 | 郑熙权 | Real-Time Sharing inquiry and the telegraph board of reply |
| CN105162977A (en) * | 2015-08-26 | 2015-12-16 | 上海银天下科技有限公司 | Excuse recommendation method and device |
| CN105512901A (en) * | 2015-12-24 | 2016-04-20 | 上海携程商务有限公司 | Customer service automatic providing system and method |
| CN105812473A (en) * | 2016-03-29 | 2016-07-27 | 成都小多科技有限公司 | Data processing method and device |
| CN105812473B (en) * | 2016-03-29 | 2020-01-17 | 成都晓多科技有限公司 | Data processing method and device |
| CN105933417A (en) * | 2016-04-22 | 2016-09-07 | 腾讯科技（深圳）有限公司 | Consulting method and device |
| CN105933417B (en) * | 2016-04-22 | 2020-08-04 | 腾讯科技（深圳）有限公司 | Consultation method and device |
| CN105959139A (en) * | 2016-04-29 | 2016-09-21 | 北京小米移动软件有限公司 | Information display method and device |
| CN106227779A (en) * | 2016-07-18 | 2016-12-14 | 深圳追科技有限公司 | A kind of man-machine interaction method of customer service system |
| CN107995091A (en) * | 2016-10-27 | 2018-05-04 | 腾讯科技（深圳）有限公司 | Self-help service method and device based on enterprise immediate communication application |
| CN107995091B (en) * | 2016-10-27 | 2020-09-25 | 腾讯科技（深圳）有限公司 | Self-service method and device based on enterprise instant messaging application |
| CN106775649A (en) * | 2016-11-25 | 2017-05-31 | 深圳市保臻社区服务科技有限公司 | A kind of linguistic context guides the method and device of user |
| CN106897884A (en) * | 2017-01-24 | 2017-06-27 | 武汉奇米网络科技有限公司 | The method and system of quick guiding visitor consulting |
| CN109145092A (en) * | 2017-06-15 | 2019-01-04 | 阿里巴巴集团控股有限公司 | A kind of database update, intelligent answer management method, device and its equipment |
| CN109145092B (en) * | 2017-06-15 | 2022-05-17 | 阿里巴巴集团控股有限公司 | Database updating and intelligent question and answer management method, device and equipment |
| CN110019692A (en) * | 2017-07-20 | 2019-07-16 | 北京嘀嘀无限科技发展有限公司 | Search processing method and device |
| CN108268995A (en) * | 2017-10-31 | 2018-07-10 | 平安科技（深圳）有限公司 | Declaration form problem part processing method, device, computer equipment and readable storage medium storing program for executing |
| CN108268995B (en) * | 2017-10-31 | 2021-02-26 | 平安科技（深圳）有限公司 | Policy issue piece processing method and device, computer equipment and readable storage medium |
| WO2020006835A1 (en) * | 2018-07-03 | 2020-01-09 | 平安科技（深圳）有限公司 | Customer service method, apparatus, and device for engaging in multiple rounds of question and answer, and storage medium |
| CN109299240A (en) * | 2018-09-30 | 2019-02-01 | 北京小谛机器人科技有限公司 | Chat robots information interacting method and device |
| CN111125321A (en) * | 2018-10-31 | 2020-05-08 | 广东万丈金数信息技术股份有限公司 | Question answering method, device, terminal equipment and storage medium |
| CN109767240A (en) * | 2018-12-17 | 2019-05-17 | 中国平安财产保险股份有限公司 | Cloud customer service distribution method, device, computer equipment and storage medium |
| CN109766428A (en) * | 2019-02-02 | 2019-05-17 | 中国银行股份有限公司 | Data query method and apparatus, data processing method |
| CN109858976A (en) * | 2019-02-22 | 2019-06-07 | 北京智乐瑟维科技有限公司 | Business method for early warning, device, storage medium and the equipment of product |
| WO2021027332A1 (en) * | 2019-08-13 | 2021-02-18 | 深圳壹账通智能科技有限公司 | Communication establishment method and system |
| CN111064607A (en) * | 2019-12-10 | 2020-04-24 | 珠海格力电器股份有限公司 | Management method, device and storage medium of network operation and maintenance system |
| CN111797418A (en) * | 2020-07-07 | 2020-10-20 | 中国建设银行股份有限公司 | Control method and device of online service, service terminal, server and storage medium |
| CN111797418B (en) * | 2020-07-07 | 2023-06-06 | 建信金融科技有限责任公司 | Online service control method and device, service terminal, server and storage medium |
| CN112307291A (en) * | 2020-10-28 | 2021-02-02 | 福建菩泰网络科技有限公司 | Online consulting management method and management system for online shopping mall |
| WO2022095377A1 (en) * | 2020-11-03 | 2022-05-12 | 平安科技（深圳）有限公司 | Online self-service dialogue method and apparatus, computer device, and computer readable medium |
Also Published As
| Publication number | Publication date |
|---|---|
| CN102624675B (en) | 2014-08-06 |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN102624675B (en) | Self-service customer service system and method | |
| CN1821991B (en) | Knowledge question-and-answer quick processing system based on artificial intelligence | |
| CN103428069B (en) | Method and device for adding friends in social network | |
| CN107564177B (en) | Automatic vending machine intelligent replenishment method based on natural language processing | |
| CN102096717B (en) | Search method and search engine | |
| CN101902681B (en) | Method for processing M2M (Machine to Machine) platform service and M2M platform | |
| CN100424690C (en) | Online advertisement playing method and system | |
| CN102110170B (en) | System with information distribution and search functions and information distribution method | |
| CN100571423C (en) | Group sending system and method based on search engine | |
| KR101182463B1 (en) | Call group management using the session initiation protocol | |
| CN105512153A (en) | Method and device for service provision of online customer service system, and system | |
| CN106022646A (en) | Electric power user information data analysis system and analysis method | |
| CN101339560B (en) | Method and device for searching series data, and search engine system | |
| CN103078892A (en) | Method, client side, server and system for intelligently identifying contents of short message | |
| CN101980529A (en) | Video service system supporting integration of three networks | |
| CN101883133A (en) | Accurate influence marketing system based on signalling analysis and method thereof | |
| CN106230985A (en) | A kind of based on the big data processing method of Internet of Things, system and service processing end | |
| CN102737022A (en) | Method and device for acquiring and searching relevant knowledge information | |
| CN102158541A (en) | Shared information acquisition method, device, mobile terminal and server | |
| CN105635210A (en) | Network information recommending method and device, and reading system | |
| CN101420681B (en) | Method and apparatus for processing multi-channel request subscription under service management platform | |
| CN105208231B (en) | A kind of voice broadcast method and related system based on IVR | |
| CN105721289A (en) | Display method of function module in message communication accessory column | |
| CN104252524A (en) | Automatic data matching and pushing method for mobile terminals | |
| CN102724140A (en) | Method and device for adding instant messaging (IM) friend |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| C06 | Publication | ||
| PB01 | Publication | ||
| C10 | Entry into substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| C14 | Grant of patent or utility model | ||
| GR01 | Patent grant | ||
| C41 | Transfer of patent application or patent right or utility model | ||
| TR01 | Transfer of patent right |
Effective date of registration: 20151230 Address after: The South Road in Guangdong province Shenzhen city Fiyta building 518000 floor 5-10 Nanshan District high tech Zone Patentee after: Shenzhen Tencent Computer System Co., Ltd. Address before: Shenzhen Futian District City, Guangdong province 518044 Zhenxing Road, SEG Science Park 2 East Room 403 Patentee before: Tencent Technology (Shenzhen) Co., Ltd. |